It is often the case that PMS vendors are focused on a PMS project from their perspective, rather than considering the client’s needs and wants. This results in projects which become focused on installation, configuration, data conversion, training, and handover from “projects to business as usual” rather than keeping in focus the client’s business needs, processes or resulting change management.
Latimer Hinks were similar to most firms facing a PMS replacement in that their staff had not been involved in such a project for a long time, if at all and felt they required support which was not provided by the supplier.
In this role we were the project’s “honest broker” keeping both the supplier and Latimer Hinks’ project team on track with the project timelines and supporting the project team’s decision-making processes.
During this time we also took responsibility for several elements of the project including:
- Customisation of screens
- Creation of file opening processes
- Setup of precedent templates
- Training end-users on the setup and management of precedent templates
This was a very successful engagement seeing the firm go-live on time and on budget in February 2022.
Long Term Support
During the project phase we developed a deep working relationship with the Latimer Hinks team and have subsequently been retained to support the PMS solution as well as to assist the firm with ad-hoc IT projects and training.
Following the successful Go-Live , Baskerville Drummond were retained to provide training on Linetime and other products such as Virtual Signature. This entails conducting regular meetings with staff from all areas of the business. We have also undertaken a formal Training Needs Analysis to make sure that users are becoming familiar with the systems and appropriate training plans can be put into place
Any identified training needs are picked up and addressed via both group and individual training sessions and quick tip sheets that are circulated throughout the business. Training sessions are regularly offered to staff based on identified needs raised through appraisals and calls raised with the helpdesk, as well as new processes being release to the firm, such as the Archiving process.
Access to training sessions and quick tip sheets ensure that users remain updated on system enhancements, maximising their efficiency and minimising errors. As new staff join the firm, both legally experienced and trainees, Baskerville Drummond provide training to help new starters quickly get to grips with the systems to allow for an easy transition into the teams and firm. This is delivered 1:1 remotely where the new starter will have an initial 2.5 hours training session going through the key areas of the system, then more bitesize sessions later on. Not only have Baskerville Drummond supported and trained on Latimer Hinks’ existing software but they have also supported the implementation by finalising processes with the Latimer Hinks team and trained on their new e-signature tool and delivered training.
Summary of training provided
- Supporting long-term ownership of Liberate (rolling out features / changes in process)
- Supporting introduction of new technology
- Induction training
- Ad hoc day to day training support (drop-ins / how to’s etc)
- “Self-Help” guides and videos on the firms Teams training site
Baskerville Drummond have also been retained to undertake regular maintenance of the Liberate case management system and support the configuration and rollout of new functionality to end-users. We hold fortnightly meetings with senior business leaders to prioritise requirements, identify any frustrations or teething issues or development requests. Baskerville Drummond then undertake any of the required system customisations or changes.
We also engaged directly with key users throughout the business, identifying and addressing areas of the system which are causing frustration or require optimisation. These enhancements have helped to relieve the pinch points in processes and free up resources for the firm. One such area that was identified allowed for the creation of bespoke macros and ribbons for standardised outputs of critical case and matter information, prior to being passed to both internal and external recipients.
We follow a process of identification, design and delivery to bring about advantageous enhancements to their system.
Summary of work undertaken :-
- Data capture screens
- Precedent banks
- Workflow automation (File opening / closing processes)
- Process streamlining
- Report creation
- Development of macros to improve report layout
This work is an ongoing project that will help Latimer Hinks to get the most out of their new system and so the best return on their investment.
About Latimer Hinks
Based in Darlington, we are a discreet niche law firm with a national presence providing specialist and bespoke services in private client, property and agricultural law for more than 125 years.
Our accomplishments and achievements have been built upon our quiet and understated approach and our ability to provide legal services usually only expected from city-based firms. Of the few firms who choose to truly specialise in select areas of law, we are considered one of the largest acting in the North East of England and North Yorkshire.
However, our success is reflected by the fact that our clients are based not only across the North East and North Yorkshire, but increasingly the south of England and London, as well as internationally. Due to the nature of our work, we often act for individuals, business owners and families for many years and across generations.
We are equally proud of our roots and believe in giving back to the community. In addition to providing specialised legal services to our local clients, we support several regional and home-grown charities and organisations through our fundraising activities and by serving as Trustees.
“The additional support offered by Baskerville Drummond post go-live has been invaluable in helping us get the most out of our IT investment.
Training sessions with Beccy Scobell have been most informative and helped our people engage so much more with the system.
Chris Winterburn has been excellent in assisting us tailor the system for our different departments.
Above all, they’ve all taken the time to understand our business and what we want to achieve and importantly are a pleasure to deal with.”